Position Title: IT Technician
Hours of Work: Flexible (40 hours per week) Monday-Friday
Location: Golf Links Location
Reports to: Executive Director
Salary: 61,800 Annually
Appointment: Full Time
Police Records: Vulnerable Sector
Position Summary
The IT Technician is responsible for providing day-to-day technical support and maintaining the organization's information technology systems, equipment, software, and related infrastructure.
The IT Technician provides timely and effective technical assistance to employees, supports the implementation and maintenance of technology systems, troubleshoots hardware and software issues, and assists in maintaining the security, reliability, and availability of organizational technology.
The position works collaboratively with employees, managers, external IT service providers, and vendors to ensure technology supports the organization's operational and program needs.
The IT Technician is expected to provide service in a professional, respectful, confidential, and culturally responsive manner consistent with the organization's Mission, Vision, Values, and commitment to Indigenous communities.
Key Responsibilities and Duties
Technical Support
- Provide first-level technical support to employees for hardware, software, network, email, telephone, and other technology-related issues.
- Respond to IT service requests in a timely and professional manner.
- Diagnose and resolve computer, laptop, monitor, printer, scanner, telephone, and peripheral equipment problems.
- Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related applications.
- Assist employees with password resets, account access, multi-factor authentication, and other access issues.
- Provide technical assistance both remotely and in person.
- Escalate complex technical issues to external IT providers or appropriate vendors when required.
- Maintain records of IT support requests, recurring issues, and resolutions.
Hardware and Equipment Management
- Maintain an accurate inventory of organizational IT equipment.
- Configure, deploy, maintain, repair, and replace computers and other technology equipment.
- Prepare technology equipment for new employees.
- Collect and secure equipment from departing employees.
- Coordinate equipment repairs, warranties, and service calls.
- Recommend replacement of obsolete, damaged, or unsupported equipment.
- Maintain appropriate records of equipment assignments and locations.
User Accounts and Access
- Create and maintain employee user accounts in accordance with organizational procedures.
- Set up and modify access to systems, applications, shared drives, email, and other technology resources.
- Disable or modify access when employees leave the organization or change positions, based on authorized direction.
- Assist with maintaining appropriate access permissions.
- Support password and multi-factor authentication requirements.
- Maintain confidentiality of organizational and employee information.
Network and Systems Support
- Assist with maintaining organizational network and internet connectivity.
- Monitor and troubleshoot Wi-Fi and network-related issues.
- Assist with the maintenance of routers, switches, firewalls, servers, access points, and related infrastructure, as applicable.
- Coordinate with external IT providers regarding network and infrastructure issues.
- Monitor system performance and identify recurring or potential technology concerns.
- Maintain documentation relating to the organization's IT infrastructure.
Cybersecurity and Data Protection
- Support organizational cybersecurity practices and procedures.
- Monitor and report suspected security incidents.
- Assist employees with phishing, suspicious email, malware, and other security concerns.
- Ensure computers and supported technology are appropriately updated and patched.
- Assist with maintaining secure access to organizational systems.
- Follow organizational privacy, confidentiality, information security, and records-management requirements.
- Immediately escalate suspected security breaches or significant technology incidents to the appropriate person.
Software and Licensing
- Install and maintain approved software and applications.
- Maintain records of software licences and subscriptions.
- Monitor licence renewals and communicate upcoming requirements to management.
- Ensure software is appropriately licensed and supported.
- Assist with software upgrades and system implementations.
- Evaluate technology needs and make recommendations regarding software and applications.
New Employee and Employee Departure Support
- Prepare computers, accounts, email, telephones, software, and other technology for new employees.
- Provide basic technology orientation and assistance to new employees.
- Remove or modify technology access for departing employees upon authorized direction.
- Recover organizational technology equipment.
- Transfer or preserve electronic information as directed and in accordance with organizational policies.
- Maintain appropriate documentation of onboarding and offboarding activities.
Backup and Recovery Support
- Assist with monitoring organizational backup systems.
- Identify and report backup failures or concerns.
- Assist with data restoration when authorized.
- Maintain awareness of disaster recovery and business continuity procedures.
- Participate in testing and reviewing technology-related continuity and recovery processes.
Vendor and Service Provider Coordination
- Communicate with external IT service providers and technology vendors.
- Open and monitor service tickets.
- Follow up on outstanding technical issues.
- Coordinate equipment repairs and warranty claims.
- Assist with obtaining quotations and technical information for technology purchases.
- Maintain records of vendor contacts, service agreements, warranties, and support information.
IT Policies and Procedures
- Follow and support organizational IT, privacy, cybersecurity, confidentiality, and acceptable-use policies.
- Assist in developing and updating IT procedures and technical documentation.
- Provide employees with guidance regarding appropriate use of organizational technology.
- Identify gaps or risks in existing IT procedures and make recommendations to management.
Training and Employee Support
- Provide basic technology training and guidance to employees.
- Develop simple user instructions and troubleshooting guides when appropriate.
- Assist employees in using organizational technology effectively.
- Promote good cybersecurity and technology practices throughout the organization.
- Support employees with technology-related accessibility needs where appropriate.
Projects and Continuous Improvement
- Participate in IT projects, system upgrades, technology implementations, and organizational technology initiatives.
- Research technology solutions that may improve organizational efficiency and service delivery.
- Make recommendations regarding technology improvements.
- Assist with the implementation and testing of new technology.
- Identify recurring IT issues and recommend solutions to reduce disruptions.
Other Duties
- Maintain confidentiality of all organizational, employee, and client information.
- Work collaboratively with all departments and locations.
- Participate in staff meetings, training, and professional development as required.
- Provide support during technology emergencies or significant system disruptions.
- Perform other related duties as assigned.
Education
- Post-secondary education in Information Technology, Computer Science, Systems Administration, or a related field is preferred.
- Equivalent education, training, and relevant experience may be considered.
Experience
- Previous experience providing IT technical support in an organizational environment.
- Experience troubleshooting hardware, software, network, and connectivity issues.
- Experience supporting Microsoft 365 and related applications.
- Experience with user account administration and access management.
- Experience working with external IT service providers and vendors is an asset.
- Experience working in a non-profit, community-based, or Indigenous organization is an asset.
Knowledge, Skills and Abilities
The successful candidate will demonstrate:
- Strong troubleshooting and problem-solving skills.
- Knowledge of computer hardware, software, operating systems, and peripherals.
- Knowledge of Microsoft 365 applications.
- Understanding of basic networking and connectivity.
- Understanding of cybersecurity and information-security principles.
- Ability to explain technical information clearly to individuals with varying levels of technical knowledge.
- Strong organizational and time-management skills.
- Ability to prioritize multiple requests and respond appropriately to urgent issues.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong attention to detail.
- Ability to maintain strict confidentiality.
- Ability to document technical issues and procedures accurately.
- Ability to establish positive working relationships with employees, managers, vendors, and service providers.
- Commitment to respectful and culturally responsive service.
Key Performance Areas
Performance in this position may be evaluated based on:
- Timely and effective resolution of IT support requests.
- Reliability and availability of organizational technology.
- Accurate equipment and software inventory.
- Effective user account and access management.
- Adherence to cybersecurity and privacy requirements.
- Quality and accuracy of IT documentation.
- Effective vendor and service-provider coordination.
- Employee satisfaction with IT support.
- Successful completion of assigned IT projects.
- Professionalism, communication, and teamwork.
- Contribution to the organization's Mission, Vision, and Values.
Preferred
Experience working in an Indigenous organization.
Ability to speak Ojibway, Oji-Cree or Cree.
Other Duties
The above statements are the general functions of the position and should not be interpreted as a detailed description of all the work requirements that may pertain to the job.
Working Conditions
- Primarily office-based with travel between organizational locations as required.
- May require working at multiple organizational sites.
- May involve occasional lifting, carrying, and moving of computer equipment and other technology.
- May require work outside regular hours during significant technology disruptions, system upgrades, or scheduled maintenance.
- May involve exposure to confidential employee, client, financial, and organizational information.
- Must follow all organizational health, safety, privacy, confidentiality, and security requirements.
Physical Demands
The position may require:
- Extended periods of computer and screen use.
- Sitting and working at a computer workstation.
- Standing, walking, bending, and reaching as required.
- Lifting and moving technology equipment within reasonable limits.
- Occasional work in areas containing network and technical equipment.
Ontario Health and Safety (OH&S) All employees are required to carry out their duties in a manner that does not adversely affect their own health and safety and that of others by reporting all potential hazards; and all incidents and injuries; as well as co-operating with any measures introduced in the workplace to improve OH&S.
Employment is subject to:
- Must provide a successful Police Records Check (Vulnerable Sector)
- Must be willing to work flexible hours of work (40 hrs/wk)
- Must have a valid Ontario Class “G” Driver’s license, use of an automobile and appropriate insurance coverage is required
Confidentiality
The IT Technician has access to confidential organizational, employee, client, financial, and system information. The incumbent is responsible for maintaining strict confidentiality and ensuring information is accessed, used, stored, and disclosed only in accordance with organizational policies, applicable legislation, and authorized business requirements.
How to Apply
Interested applicants are invited to submit application via Beendigen’s website at http://www.beendigen.com/employment/
Only those applicants granted an interview will be contacted.
Beendigen Anishinabe Women's Crisis Home and Family Healing Agency welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
